Director of Guest Services - Greensburg Details

Director of Guest Services - Greensburg

Live! Casino Pittsburgh - Greensburg, PA

Employment Type : Full-Time

Overview:Function (Scope and Main Purpose of Job)
The Director of Guest Services is a key leader in the organization charged with consistently and continuously improving the guest experience across all Live! Casino properties. The main role is to create engagement around guest service by delivering a genuine and elevated experience that is consistent across all Live! Casinos & Hotels. The Director of Guest Services will be a leading partner intricately involved with operational departments to develop a strategic plan to highlight and communicate the Live! brand’s dedication to delivering exceptional guest service to improve both internal team member engagement as well as external guest engagement. This includes evaluating existing service delivery systems, identifying opportunities for improvement and developing service initiatives geared towards continuous improvement. The Director of Guest Services will also manage the analysis and reporting of guest services’ scores throughout the enterprise. This position will promote and defend the shared vision of outstanding guest service across all properties. This position works in tandem with the Training Department to create, launch, and participate in training initiatives that target improved team member engagement and guest service. Moreover, this position will work closely with the Call Center, Social Media, Operations Managers and Guest Services from all the properties to help identify underperforming areas, develop communication plans and execute best practices that will ultimately enhance the overall guest experience.Responsibilities:Core Service Standards
CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance. SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience. FAST: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs. FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests. FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here.
Specific Responsibilities and Duties

• Centralize and manage the various channels/applications of guest feedback to ensure accountability and timely follow up with our guests (e.g., guest survey alerts, connect with us feedback, comment cards, secret shops, service recovery programs, social media, call center inquiries, etc.).
• Actively follow-up on each guest experience initiative and communicate status of all assigned projects on a regular basis.
• Summarize and communicate guest feedback on a regular basis to the executive teams on a regular basis.
• Analyze quantitative and qualitative data to evaluate critical touch points in the customer journey. Convert data into useful and actionable information for the operators.
• Observe guest/team member interactions to evaluate the effectiveness of key service delivery systems. Provide recommendations and insight on guest service gaps, trends, service recovery and continuous improvement opportunities.
• Effectively communicate the service vision, values and standards at all levels, and influence key leaders during the development of service standards, improvements, and measurements.
• Represent and communicate the customer’s views during meetings pertaining to service, event planning, and new product introductions.
• Periodic research into program improvements through advanced technology, improved methods, sharing of ‘best practices’, and varied delivery methods.
• Facilitate Guest Service meetings with management & team members; motivating continuous improvement directed toward enhancing guest experiences.
• Partner with Human Resources on the creation and execution of team member recognition initiatives.
• Partner with the Training Departments to develop training related to Live! Casino’s brand and service culture as well as leadership training and enhancing team member behavioral skill sets.
• Update Sequence of Service process flows from all guest facing departments and provide guidance on the new hire training programs to ensure they meet expectations.
• Attend relevant training programs and stay abreast of other opportunities to enhance our guest service.
• All other duties as assigned.

• Must possess excellent interpersonal, verbal, written, and multi-media communication skills, in-order to present information and data to diverse property groups.
• Knowledge and application of positive customer experience concepts, principles and processes, meet outstanding quality service standards, evaluate customer satisfaction, and deliver positive service recovery efforts.
• Possess strong leadership and project management skills, as well as strong public speaking skill sets.
• Use computers systems and projection technology to create, communicate and present information; review data, research alternatives, document information and data, prepare action plans, and implement process change to reach desired results

• Eight (8+) years in Customer Service
• Four (4+) years in Business Management
• Four (4+) years managing guest services
• Must be proficient in Microsoft Office
• Database and hospitality experience a plus
• Must be able to obtain and maintain a valid gaming license as determined local gaming jurisdiction(s)
• Special projects as assigned

• Ability to work extended hours across all shifts in a 24/7 work environment
• Ability to travel via air, car or public transit to multiple work sites
• Ability to initiate, follow-up on and, complete special projects as assigned

• 24/7 high energy casino with over 100,000 sq. ft of gaming and entertainment space and approximately 500 employees
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.